Drivers shaping the strategies of consumer Retail Banks in the United Arab Emirates . The regulations and the Impact of regulations for future growth and profitability.

1. CustomerXPs Software Private Limited
query@customerxps.com
http://www.customerxps.com

2. Key Takeaways from this presentation
 Drivers shaping the strategies of consumer Retail Banks in the United Arab Emirates
 Regulations
 Impact of regulations
 Analyst/Industry view on current state of Banking in the UAE
 Proposed Solutions by Industry Experts
 A CEM solution for UAE Banks - CustomerXPs Clari5

3. Current Scenario:
UAE Banking Regulations Guideline 29/2011
In Oct,2011, UAE Central Bank released lending regulatory guidelines for Retail Banks
 Objective: Control lending activities and excessive fees charged by Banks and
introducing due diligence compliance to protect Banks
Highlights Cap on lending to individual customers at 20 times monthly salary
Maximum repayment period of 48 months
Overall monthly installment for loans including housing, personal,
car, overdrafts and credits cards not to exceed 50% of customer’s
gross salary
Credit cards to be issued to only customers whose annual income
exceeds AED 60,000

4. Implications for future growth and profitability
 Without fully developed credit bureaus, it would be hard to know the full extent of an
individual’s exposure
 With a blanket ban on outbound calling to prospective customers, Banks need to
look inward to generate topline growth
 In an already overbanked market, Banks will need to innovate to maintain market
share and profitability
IDC predicts Financial institutions across the Middle East and Africa (MEA) will adopt the
latest technologies and communication trends in 2012, with an aim to improve customers'
experience, brace for competition with global players on the region's markets, and
comply with increasingly stringent regulatory requirements.*
* - Courtesy: IDC Top 10 predictions for GCC Banks in 2012.

5. Industry and Analyst Speak
Due to competition, Banks The challenge faced by Banks will adopt innovative
need to do more to provide regional GCC Banks is to technologies to improve
their customers with a better increase their customer customer experiences,
experience satisfaction and wallet share brace for competition and
25% of GCC customers 75% of US Bank customers comply with stringent
may switch Banks within a are satisfied with their regulations
year if their Banking Bank’s services, for UAE, IT expenditure saw the
experiences do not improve; this number stands at 50% strongest growth with Saudi
10% had already switched for domestic and 10% for Arabia at13.7% and UAE
Banks citing dissatisfaction expatriate customers at8.8% in 2011
Top reasons for Proposed Solutions: A 2012 Predictions:
dissatisfaction: Service customer focused sales Financial institutions will
failing, transaction speed, approach and an end-to-end introduce more innovative
service quality and need for customer service orientation technologies to increase
specific products for greater satisfaction. their competitive advantage

6. Key Takeaways: Summary and Insights
 UAE Banking regulations will continue to
have a negative effect on margins and
volumes
 Traditionally low on customer satisfaction,
sales effectiveness is key and has to be
improved through enhanced customer
experiences and cross-selling
techniques
 Multi-channel management will be key to
the marketing mix as expanding branches
is not a stand alone competitive advantage
in an overbanked market
* - Courtesy: A.T. Kearney http://www.atkearney.com/index.php/Publications/middle-east-banking-market-the-2011-
outlook.html

7. How Clari5 can help
 CustomerXPs Clari5 is a real-time intelligent solution with solutions in key areas of
Customer Experience Management and Enterprise Fraud Management
 Clari5 gives Bankers the ammunition to connect with customers and create
experiences that are fulfilling and consistent for customers and employees
 Coupled with bleeding-edge real-time capability, the software is capable of
enabling relevant, contextual intelligence extending from conversational
interactions in the front office to preventing frauds at the back office instantly
 Clari5 is prebuilt with UAE regulatory scenarios that can quickly kick start your
cross-selling and fraud prevention initiatives instantly
 Clari5 is already enabling one of the world’s largest Banks in India sense the pulse of
their customers better and aligning to customer profitability and share of wallet goals

8. query@customerxps.com
http://www.customerxps.com